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Behavioral Health Participants Satisfaction Survey 2012

Behavioral Health Participants Satisfaction Survey 2012. KES, Inc. NEWS. www.kesinc.com KES, We’re the BEST!. Since 1996. Behavioral Health Participants Give KES Thumbs Up!.

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Behavioral Health Participants Satisfaction Survey 2012

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  1. Behavioral Health Participants Satisfaction Survey 2012

  2. KES, Inc. NEWS www.kesinc.com KES, We’re the BEST! Since 1996 Behavioral Health Participants Give KES Thumbs Up! . KES asked participants in it’s new Behavioral Health Program to rate their experience with the program, using the CSQ – 8 survey tool. The CSQ-8 is a survey tool for measuring participants’ satisfaction with service received.

  3. The CSQ-8 was developed by Drs. Clifford Attkisson and Daniel Larson out of the University of California San Francisco.

  4. KES has used this tool with it’s Developmentally Disabled population since 2003. • Using it on an ongoing basis allows KES to make comparisons from year to year.

  5. Behavioral Health participants were given the survey to complete in January & early February 2012

  6. The CSQ-8 uses the median of participant responses to each question to gauge participation satisfaction. Participant satisfaction is also gauged by comparing participant responses over time.

  7. There are 8 questions (or really 4 questions asked 2 different ways)

  8. The CSQ – 8 uses a scale from 1 to 4 • 4 is the highest • 1 is the lowest

  9. Think of it as: Excellent, Good, Fair, and Poor

  10. The CSQ-8 focuses on: • the • (or the middle number • in the scores) Median

  11. and scores change how from year to year

  12. Here are the questions:

  13. So here’s a look at what behavioral health participants had to say about KES.

  14. How does the Participant rate the quality of service?

  15. Quality of Service n=19

  16. 2. How many said they got the kind of service they wanted?

  17. Quality of Service n=19

  18. 3. Has KES met your needs?

  19. Quality of Service n=19

  20. 4. Who would recommend KES to a friend?

  21. Quality of Service n=19

  22. 5. How do they feel about the amount of help they’re receiving?

  23. Quality of Service n=19

  24. 6. Do they feel they have been helped?

  25. Quality of Service n=19

  26. 7. What are the feelings about the service they received?

  27. Quality of Service n=19

  28. Key question: 8. If you were to seek help again, would you come back to KES?

  29. Quality of Service n=19

  30. 2012

  31. It is striking that everyone scored their service satisfaction as either excellent or good in every area.

  32. There are no fair or poor ratings.

  33. Here are the median scores

  34. Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. Peter F. Drucker

  35. Compare the median scores over the years…

  36. What comments can we make?

  37. As a new service, feedback on the level of satisfaction is very important.

  38. Very importantly, KES participants & families would recommend KES and would come back to KES.

  39. What are the next questions KES needs to ask to improve existing services & what if any new services does it need to develop?

  40. The customer is why you go to work. If they go away, you do, too. David Haverford

  41. KES, INC. We're the BEST!

  42. Please give your thoughts & feedback.

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